Pro Ace Heating And Air Conditioning Ltd.

Technician, cleaned and checked that the furnace was operating properly. It was the 3rd annual maintenance check i have had with Pro Ace

Just received our last pre paid three year annual service and great job!

Also got hot water tank check as well

Our 6 year old furnace began acting strangely with intermittent problems starting the heating cycle.

I called Pro Ace after hours on a Friday to see what, if anything, I could do to motivate the unit to re-start. Ali gave me a couple suggestions over the phone that got the unit restarted to keep us warm through the weekend, but the problems quickly returned.

ProAce sent out a technician early the next week to replace what appeared to be faulty pressure switches. His approach was to replace the cheapest thing first and see if it fixed the problem.

Weeks passed and the intermittent problems persisted. Pro Ace replaced a couple more parts but weren't able to resolve the issues 100%. After a couple additional no-charge visits, Ali returned and got on the phone with the manufacturer for nearly 2 hours to try to isolate the issue, but even the manufacturer was stumped.

In the end, we decided to replace the furnace entirely with a new Trane 2 stage variable unit. We priced the system out with 4 different companies. Pro Ace wasn't the cheapest, but they definitely had proven themselves to be able to provide exceptional customer service. In the process, we decided to add on an A/C unit to keep us cooler in the summer months.

Once we decided to go ahead, Pro Ace quickly scheduled the installation over a long weekend. In total the removal of the old and installation of the new units took 2 days. Our installer, Shawn, was diligent, detailed and efficient. He was well-mannered and considerate of our home. We were comfortable enough to leave him alone for part of the installation while we ran a few errands.

Once he finished, Shawn took care to clean up all the debris, swept the furnace room and carport and made sure we were satisfied with the installation. He handed over the manuals and showed where to go to register our warranty. Everything went very smoothly.

The new furnace and Air Conditioner is nearly silent and so far, delivers everything we were promised - quiet, comfortable and efficient operation.

We would definitely recommend Ali and his team for any home installation.

Service person came to check why there was rust in my furnace and tightened some connection. He also replaced my thermostat at my cost. He was helpful in explaining what he did.

I came home yesterday to find something wrong with my heat. By walking me through the process over the phone, it was determined that I needed a new thermostat. It saved me a lot of time and money. They had installed a new furnace and hot water tank in my home a year ago and I would definitely recommend them.
M. Bernard, West Vancouver

Called about my broken furnace (crack in heat exchanger, leaking carbon monoxide). Pro ace sent someone that day who confirmed problem and suggested new furnace. Pro ace replaced our furnace the next day.?Prompt, courteous, reliable service. Very thorough, knowledgeable and conscientious. Thank you

They came the next day, determined the problem and were able to replace the part - all in 20 minutes.

Technician Craig and dispatcher Roy both courteous and very helpful.
Required replacement part was not available from local Carrier source, Roy tracked down part and had it shipped from another province.

Terrible scheduling and follow up. Appts are made within a 2 hr window. Appt 1 - tech arrives 40min. AFTER 2hr window. Service call takes over an hour to complete. Parts needed. Tech says he'll have head office arrange for follow-up and order the parts. 5 weeks go by, no follow up.

I call to make Appt 2.
A) head office never heard of the parts I needed. But I schedule 2 weeks out anyways
B) Appt 2 was scheduled for 10-12. It snowed that day, so I called to confirm. They told me that my appt was actually from 2-4. No one called to tell me the change.
C) at 1:45, they tell me they need to reschedule... Ok... I'm naïve and still played ball and agree to another time.
D) Appt 2B (4 days later)... 2hr Appt window comes and goes. No tech. I call, they tell me the supplier didn't have the part - he actually said, "It's not our fault.".

They had 5+weeks to order the part and follow up with this appt.

I am no longer a ProAce customer. I have now actively waited over 4 hours for scheduled appts in exchange for an hour of service over 3 appliances, and rescheduled 3 times, and sadly initiated my own follow up appt. If you have a life to get to, DO NOT rely on these guys. They will mess up your day.

Ali is amazing. He drove all the way to west vancouver for a service call on the weekend and helped us shovel the snow in the driveway, did not charge us. Thank you so much for your kindness! :)